Avaya 555-233-001 사용자 설명서

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Overview

555-233-001 — Issue 2 — November 2000

The Basic Call Management System (BCMS), an integrated, internal capability of 
DEFINITY ONE, is a cost-effective solution for small start-up Call Centers or for 
existing companies with minimum system-measuring/reporting requirements. BCMS 
helps you fine-tune your Call Center’s operation by providing reports with the data 
necessary to measure Call Center agent performance.

This feature offers call-management control and reporting at a low cost for Call 
Centers of up to 50 agents. BCMS is ideal for companies that need call management 
features.

BCMS collects and processes DEFINITY ONE ACD call data (up to 7 days) within 
the system; an adjunct processor is not required to produce call-management reports.

BCMS provides various measurements for monitoring the operations of an ACD 
application. BCMS software organizes ACD calls and Call Center measurements into 
different reports that supply useful information for managing ACD facilities and 
personnel. The reports can be displayed on the system administration terminal in real 
time.

The following reports can be generated:

Real-time reports

Agent Status

System Status

Vector Directory Number Status

Historical reports

Agent

Agent Summary

Split

Split Summary

Trunk Group

Vector Directory Number